10809 lifeline digital booklet inner v3 - phone...

Welcome to LifelineEver had a drink spill across your laptop? Unfortunately, that rush for a paper towel is only too well known! Everyday mishaps occur in the blink of an eye, so it’s important to ensure you are covered for those unfortunate moments. Lifeline provides just that assurance. And now, thanks to our friends at The Geek Squad, your technical worries can be resolved too!

This booklet contains everything you need to know about Lifeline policies for your laptop or USB modem. We will also send you full terms and conditions of your policy and your insurance certifi cate separately. Please make sure you check them carefully.

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Call recordingWe may record and monitor calls.

ContentsWhy Lifeline? 4

Which policy is right for you? 5

• Lifeline Digital Plus 6

• Lifeline Digital 7

Making a claim 8

Making a complaint 9

Immobilise 10

Useful information 11

How to contact us 12

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Why Lifeline?• Our speedy replacement process can get you up and running again quickly. We will ship

a replacement laptop or USB modem directly to you.

• The excess for any claim is just £29.50.

• With Lifeline Digital Plus policies we offer you 24/7 technical support delivered by Geek Squad for all your technology gremlins!

• We will always keep you online. If you can’t connect to the internet for any reason (for example, whilst you are moving house or awaiting broadband installation) we can lend you a USB modem so you stay connected.

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Already covered?Think again…You may think that your other insurance policies, such as household insurance, already protect you. But often they don’t, and even if they do, the cover might not be appropriate for your product. We advise you to check carefully any other policies you may have.

According to research conducted by White Space Insight in February 2008:

• Most standard home contents and general insurers do not cover laptops outside of the home without paying additional premiums.

• Most travel insurers will have a maximum item value, which can be lower than the value of your laptop.


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Which policy is rightfor you?When you buy a laptop or USB modem you rely on it always being there. But what happens when it’s not? You can’t get on the internet, you can’t send emails or fi nish off that vital bit of work!

It’s important to fi nd the right policy for you. We offer a dedicated range of policies for your laptop or USB modem. The simple summaries on the following pages will help you work out which policy you need. You can also talk to our in-store sales consultants if you would like help choosing a policy.

Technology gremlins?Why does technology always go wrong when you need it most? It’s typical that when you have a project to fi nish or need to use the internet, your laptop simply refuses to do as it’s told!

That’s why Lifeline has teamed up with The Geek Squad to offer Lifeline Digital Plus.

See page 6 for details.


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Cost per month Cost per week

Band 1 £8.99 £2.07

Band 2 £10.99 £2.54

Band 3 £12.99 £3.00

Band 4 £14.99 £3.46

Band 5 £17.99 £4.15

Lifeline Digital PlusLifeline Digital Plus is our most comprehensive policy, offering you genuine peace of mind. With this policy, you are safe in the knowledge that you are insured should something happen to your laptop or USB modem. And if you are having technical issues, you can call the Geek Squad and receive 24/7 technical support.

What are you covered for?

Accidental damage, including liquid damage

Theft, including from a vehicle

Family cover (see Useful Information on page 11 for more details)

Overseas cover for up to 60 days

We will even lend you a USB modem if you are left without an internet connection

24/7 technical support from the Geek Squad

What can the Geek Squad help me with?The Geek Squad can give you advice on setting up your laptop, USB modem, wireless network or even hardware (such as printers). Or they could help you when your laptop gets clogged up with old fi les and you need to improve the performance speed. With Lifeline Digital Plus policies, you can call the Geek Squad at any time of the day for technical support.

Please refer to Useful information on page 11 for information on what is not covered with Lifeline Digital Plus policies and for further details on the Geek Squad Service.

How much does it cost? Lifeline Digital Plus is divided into fi ve price bands based on the cost of replacement. This means the price you pay accurately refl ects the value of your laptop or USB modem.

Lifeline Digital Plus is payable every month by Direct Debit and your fi rst payment will be taken out approximately 14 days after you receive your laptop. Further detail on your payment dates will be provided in your insurance welcome pack.


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Cost per month Cost per week

Band 1 £3.99 £0.92

Band 2 £6.99 £1.61

Band 3 £8.99 £2.07

Band 4 £10.99 £2.54

Band 5 £13.99 £3.23

Lifeline DigitalIf you don’t need technical support or want to keep an eye on your budget,we also offer Lifeline Digital. This policy still offers you assurance that should somethinghappen to your laptop or USB modem, we’ll get you up and running again quickly.

What are you covered for?

Accidental damage, including liquid damage

Theft, including from a vehicle

Family cover (see Useful Information on page 11 for more details)

Overseas cover for up to 60 days

We will even lend you a USB modem if you are left without an internet connection

Please refer to Useful information on page 11 for information on what is not covered with Lifeline Digital policies.

How much does it cost? We’ve divided the costs into fi ve bands based on the cost of replacement. This means the price you pay accurately refl ects the value of your laptop or USB modem.

Lifeline Digital is payable every month by Direct Debit and your fi rst payment will be taken out approximately 14 days after you receive your laptop. Further detail on your payment dates will be provided in your insurance welcome pack.


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How to make a claim

Your rights to cancel your policy

If your laptop or USB modem has been stolen or damaged maliciously, report it to the police within 24 hours. You can do this by contacting your local police station. Make sure you get a crime reference number from the police. USB modem customers should also inform their Network Provider.

Call customer services on 0800 049 1450 (we may record and monitor calls).If your laptop or USB modem has been damaged then we will arrange for a courier to collect it and complete a repair where possible. If your laptop or USB modem needs replacing we will arrange for the replacement to be couriered to you.

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With the majority of claims we will be able to advise whether we can accept it over the phone. However, sometimes we need to spend more time reviewing the details of a claim. If you make a claim and we need to review it, we will contact you within 72 hours to advise you of the outcome of your claim.

Under the rules of the FSA, you have a right to cancel your policy within 14 days from the day you took it out, or the day on which you received your policy documents, whichever is latest.

If you want to cancel your policy within 14 days, you’ll be entitled to a full refund of any premium you have paid. If you have already made a claim, we may ask you to pay back any money we have paid to settle the claim. To cancel your policy you can contact us in one of three ways:

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3If you do not cancel your policy within 14 days of taking it out (or the date you received the policy documents, if this is later), it will continue and you will have to pay the premium. If you then decide you want to cancel your policy you can do so at any time and although there will be no charge we can’t refund any part of the premium you have paid. Please read the General Conditions section of your terms and conditions for more details.

In writing to: Lifeline Correspondence, The Carphone Warehouse Limited, PO BOX 358, Southampton, SO30 2PJ.

Online at: www.carphonewarehouse.com/cancelapolicy

By calling: 0800 049 1450 (we may record and monitor your call).


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Making a complaintWe hope that you will be very happy with the service that we provide. However, if you are not happy with it for any reason, we would like to hear from you. To complain, please contact:

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In writing to: Lifeline Correspondence, The Carphone Warehouse Limited, PO BOX 358, Southampton, SO30 2PJ.

Online at: www.carphonewarehouse.com/insurance

By calling: 0800 049 1450 (we may record and monitor your call).50 (we may record and monitor your call).

If you have complained to us and we have not been able to sort out your complaint, you may be entitled to complain to the Financial Ombudsman Service. Following the complaints procedure does not affect your right to take legal action.

You can fi nd more details of our complaints procedure in your terms and conditions in your Welcome pack, which will be sent to you when you receive your laptop or USB modem.


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Register

When you take out a Lifeline policy, we will create an ‘Immobilise’ account on the UK’s National

Property Register and register your laptop or USB modem. You can visit your account and add

more of your belongings, such as mobiles, laptops, bikes, iPods and so on, all free of charge.

You can also upgrade your account and add photos and certifi cates of ownership, which are

very useful when making a crime report or an insurance claim. To visit your account, go to

www.immobilise.com/lifeline

ReportUsing your Immobilise account, you can mark any item as stolen. Immobilise is linked to

police systems, so the police can see that the item has been stolen, and who it belongs to.

You still need to tell the police that the item has been lost or stolen but using Immobilise

increases the chances of the thief being caught and your item being returned.

RecoverIf the police fi nd your item or it is handed in, we, Immobilise or the police will contact you and

let you know where it is. You will never be contacted by a member of the public or asked to

provide a reward.

HelpFurther information can be found at www.immobilise.com

The National Property Register

Hints and tips to keep your laptop, USB modem and personal information safe• Keep a record of your USB modem or laptop’s serial number. This is usually found

on the box of the laptop or USB modem.

• Keep a back-up copy of your personal information on a computer and store your photos on The Carphone Warehouse website, www.photos.carphonewarehouse.com

• We may put details of claims on a register of claims. Insurers use this to share information and prevent fraud. Please ask for a list of companies that take part.


10809 lifeline digital booklet inner v3 - phone...

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